Customer Care Officer (GMG/AM 3) – North Street

Job Purpose

Under the direction of the Manager, Customer Care (GMG/SEG 2), the Customer Care Officer (GMG/AM 3), is responsible for assisting the general public in all aspects of their interaction with the Ministry, with the objective of achieving the mandate of the Ministry. The incumbent will also manage customer inquiries and complaints and interact with customers, to provide and process information. 

Key Responsibilities

Technical/Professional: 

• Serves as liaison between Divisions/Units and the customers; 
• Responds to customer requests/enquiries; 
• Directs requests/enquiries to appropriate staff; 
• Deals with customer enquiries or complaints by phone, post, email or direct interaction;
• Follows-up on customer enquiries not immediately resolved; 
• Provides customers with product and service information; 
• Maintains portfolio of the Ministry’s products and services; 
• Maintains portfolio of the business processes of all services of the Ministry and its Agencies; 
• Maintains database on key customers of the Ministry, and tracks customers interface with the Ministry; 
• Foresees possible delays or complications and plans strategies to avoid or minimize them;
• Analyses situations to determine the best use of resources; 
• Records details of issues and action taken; 
• Updates relevant Notice Boards and Libraries, with information relevant to the customers, in collaboration with the Corporate and Public Relations Unit; 
• Identifies, researches and resolves customers’ issues, using the computer system;
• Recommends new systems, procedures or working practices, to improve customer service efficiency; 
• Recognizes documents and alerts the relevant staff of trends in customer calls;
• Completes call logs and reports; 
• Collates information and prepares monthly/quarterly and annual reports;
• Maintains a log of customers complaints and queries; 
• Communicates with internal Divisions, on customer service issues; 
• Maintains the right style and matches customer pace; 
• Participates in Quarterly Meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and Reports; 
• Performs other related duties that may be assigned from time to time.

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Good interpersonal skills 
• Customer and quality focus 
• Good planning and organizing skills 
• Ability to work in a team 
• Tact and diplomacy 
• Managing the client interface 

Technical: 

• Database entry 
• Report writing skills 
• Proficiency in relevant Software Applications 
• Knowledge of the Ministry’s policies and procedures 
• Knowledge of GOJ Customer Service policies and procedures 
• Knowledge of Customer Service principles and practices 

Minimum Required Qualification and Experience

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration; 
• Two (2) years in Customer Service or performing related functions.

Please note that only shortlisted applicants will be contacted.